lahore

Dialer Engineer

Job Overview:

ibex. Pakistan is looking for a "Dialer Engineer" who shall be responsible for the setup and real-time management of Outbound & Inbound campaigns on dialer technology platform(s) and subsequent analysis and recommendations stemming from performance results/trends while acting as a primary POC for all production/performance impacting concerns.

Job Description

  • Handling day-to-day operations & administration for dialer activities. (Includes Campaign building, filters, strategies, reports, etc.)
  • Working with respective teams to have required information gathered and perform analysis from Infra, telco, application standpoint to have any new program setup while assuring the necessary requirements are fulfilled
  • Participate in internal testing, UATs, and Go live to assure a smooth launch on setups
  • Planning & Scheduling system maintenance & new initiative deployment, with the assistance of technologies, to ensure no impact on operations productivity Work on and implement customized dialing plans based on specific analysis for a client’s campaign Working on setting up and implementation of any required IB routing/ script changes as per requirement
  • Carry out in depth analysis of calling lists and identify the best times to call and do necessary changes to optimize contact rates
  • Monitoring real-time to assure smooth production and perform any changes as per need including any dial plan updates to avoid any issue
  • Process and analyze raw data, forecast conclusions and develop recommendations
  • Maintaining the integrity of Dialer infrastructure and associated Telco layer in coordination with other infrastructure departments
  • Analysis of system and application issues and working closely with Infra and Dev/ L2 Teams to seek effective and immediate solutions
  • Participating in bridges to coordinate resolution of urgent production impacting issues
  • Performing any other dialer related duties as assigned
  • Providing Level 1 support and troubleshooting during dialer issues in co-ordination with other support teams and providing L2 support in some cases
  • To keep documentation and reporting updated in light of new updates and changes

Job Specification

  • Strong interpersonal, verbal and written communication skills
  • Experience in basic MSSQL/MYSQL querying and understanding of data handling and analytics
  • Proficiency in Microsoft Technologies, especially Microsoft Office, Outlook and Windows
  • Team Player with excellent interpersonal, communication, analytical and planning skills with proven abilities in client relationship management & Analytics
  • Ability to relate to all levels of staff and management from multiple support wings
  • Good reasoning abilities, troubleshooting & sound judgment skills
  • Handling process/ procedure changes/improvements and ensuring optimal utilization of resources
  • Highly focused team member and results-oriented in supporting complex, deadline driven operations, able to identify goals and priorities and resolve issues in initial stages
  • Ability to create a harmonious team atmosphere and interact respectfully in a calm and professional manner
  • Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time) including weekends and federal holidays
  • Available to provide On Call and Remote support for coverage

Perks & Benefits

Bi-Annual Bonuses
OPD (for complete family)
Provident Fund
Medical Insurance
Group Life Insurance
Annual Leaves/ Casual Leaves
EOBI
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lahore

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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Dialer Engineer

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